Melissa Frederick
Elizabethtown,NC
Summary
Dynamic Certified Nursing Assistant and Customer Service Representative with a proven track record at United Home Care Services and MCI Telecommunications. Expert in daily living assistance and verbal communication, achieving a 20% increase in customer satisfaction. Skilled in compassionate care and technical support, demonstrating a commitment to excellence and patient dignity.
Overview
7
7
years of professional experience
Work History
Caregiver/Certified Nursing Assistant
United Home Care Services
10.2023 - Current
- Assisted clients with activities of daily living, promoting independence and quality of life.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Performed light housekeeping duties to maintain cleanliness standards while respecting the patient''s personal space.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
Customer Service Representative
Sykes
04.2022 - 02.2024
- • Provided technical support to an average of 50+ customers daily, resolving issues related to software, hardware, and connectivity with a 95% first-call resolution rate.
- • Developed and maintained knowledge base articles that improved self-service support options, resulting in a 30% reduction in call volume for common issues.
- • Conducted thorough diagnostics of technical problems, leading to a 20% decrease in average resolution time and improved customer satisfaction scores by 18%.
- • Trained and supported new team members, which enhanced team performance and led to a 15% increase in customer satisfaction.
- • Managed escalated technical issues and provided advanced support, achieving a 90% success rate in resolving complex technical problems.
- • Collaborated with product development teams to provide feedback on product features and issues, contributing to a 12% improvement in product quality.
- • Monitored and analyzed support metrics, using data to drive 20% improvements in service delivery and identify trends for future training needs.
Security Officer
Allied Universal Security Services
10.2023 - 01.2024
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
- Monitored and authorized entrance and departure of vehicles, cargo trucks, and visitors.
- 'Managed approximately 30 incoming calls, emails and faxes per day from customers.'
Certified Nursing Assistant/ Home Care
Changing Lives Home Care
06.2017 - 09.2023
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Helped clean and prepare patient consultation rooms to maintain hygiene standards
Remote Customer Service
MCI Telecommunications
05.2020 - 10.2022
- Achieved and managed a daily volume of 100+ customer service contacts through phone and email resulting in a 70% resolution rate and driving a notable 20% increase in customer satisfaction scores.
- Established customer support issues by 40% by implementing a chatbot that handled and evaluated customer queries within 5 minutes.
Housekeeping Aide
Cape Fear Valley Medical Center
05.2020 - 11.2020
- Cleaned floors with sweeping, dusting, damp or wet mopping and disinfecting.
- Managed time effectively while prioritizing tasks based on urgency or importance, resulting in optimized productivity levels throughout each shift.
- Assisted housekeeping department with cleaning activities such as sweeping, mopping, dusting and polishing.
- Adhered strictly to company policies and guidelines concerning hygiene practices, upholding high standard of cleanliness at all times.
- Dusted and polished surfaces to achieve attractive shine.
- Transported soiled linens to laundry facilities.
- Prepared rooms with top-notch standards every time.
- Removed soiled sheets, washcloths and towels.
- Handled requests for extra linens, toiletries and other supplies.
Education
Associate of Science - Medical Billing And Coding
Ultimate Medical Academy
Clearwater, FL04-2017
High School Diploma -
East Bladen High School
Elizabethtown06-1991
Skills
- Daily living assistance
- Housekeeping
- Housekeeping tasks
- Verbal and written communication skills
- First aid and safety
- Compassionate communication
- Medical record-keeping
- Documentation
- Care plan assessment
Timeline
Caregiver/Certified Nursing Assistant
United Home Care Services
10.2023 - Current
Security Officer
Allied Universal Security Services
10.2023 - 01.2024
Customer Service Representative
Sykes
04.2022 - 02.2024
Remote Customer Service
MCI Telecommunications
05.2020 - 10.2022
Housekeeping Aide
Cape Fear Valley Medical Center
05.2020 - 11.2020
Certified Nursing Assistant/ Home Care
Changing Lives Home Care
06.2017 - 09.2023
Associate of Science - Medical Billing And Coding
Ultimate Medical Academy
High School Diploma -
East Bladen High School
Similar Profiles
Leidy Elena Estrada VeraLeidy Elena Estrada Vera
Home-health-aide at United Home Care ServicesHome-health-aide at United Home Care Services
Ciarra ConstantCiarra Constant
PCA at United Home Care ServicesPCA at United Home Care Services
Abigail LezamaAbigail Lezama
CNA AND COSTUMER SERVICE at United Home Care ServicesCNA AND COSTUMER SERVICE at United Home Care Services